Developing and Implementing the Patient - Centred Care Model for Hospital Indonesia

This paper is intended to present a health care model for Indonesian health care industry. Based on previous researches, a patient-centered care model is preferred due to its capability in reducing health care cost and improving its quality simultaneously. However, any model that integrates not only health care cost reduction and quality improvement but also patient satisfaction and hospital profitability is still questionable. Therefore, this research is conducted in order to fulfill the gap in order to integrate those performance goals such as hospital’s profitability, patient satisfaction, quality of health care and health care cost. In doing so, a patient-centered care model for Indonesian hospital is being developed by deploying Kano’s model, Quality Function Deployment (QFD) and Balanced Scorecard (BSC). From that research, it can be concluded that there are several elements that need to be considered such as leadership, context of the organization, planning, support process, operations, continual improvement, patient satisfaction and financial performance. After having the model developed, then a case study is to be considered in order to measure those elements by their sub elements’ performances based on Indonesian Commission on Accreditation of Hospitals in order to study whether there is any improvement taken place after deploying the model. For the result of its self assessment as presented in percentage of compliance, it can be understood that all elements have improved such as Leadership from 50% to 90%, Planning from 50% to 93%, Continual Improvement from 50% to 85%, Operations from 48% to 86%, Support Process from 50% to 84%, Patient Satisfaction from 50% to 82%, Health care cost for in-patient from average IDR 1,000,000 to IDR 800,000 and Return on Equity of the hospital from 0.56 to 0.58. By having these good results, it can be concluded that the model is suitable for the hospital in order to achieve those integrated goals for the hospital’s performance.